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Free Salesforce ADM-261 Exam Braindumps (page: 14)

Page 14 of 90
PDF with 355 Questions

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? (Choose 3)

  1. Users must use Lightning Experience.
  2. Publisher Actions used in the macros must be on the page layout.
  3. The Macros widget or utility must be added to the console.
  4. The Run Macros Permission must be granted to users.
  5. The Run Macros Action must be on the page layout.

Answer(s): A,B,D



When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

  1. Remove these fields from the page layout and add the components to the highlights panel.
  2. Add these fields to the page layout and add the components to the highlights panel
  3. Remove these fields from the page layout and add the fieldsto the highlights panel
  4. Add the fields to the page layout and add the fields to the highlights panel.

Answer(s): D



Milestones can be added to which three object types?
(Choose 3)

  1. Work order
  2. Case
  3. Service
  4. Entitlement
  5. Account

Answer(s): A,B,D



Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? (Choose 2).

  1. Ability to determine if a customer has escalated a case in the past
  2. Ability to specify unique service levels for each customer
  3. Ability to prompt callers for the service contract number within IVR menus
  4. Ability to enforce service levels with the time-dependent processes

Answer(s): B,C



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Viewing questions 53 - 56 out of 355 questions



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